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Computer telephony integration is a technology which allows desktop computers to interact with the telephone systems by turning the computer into a telephone call management system. Computer telephony integration software, or CTI software, also allows communication devices such as phone, fax, mobile, voicemail etc. to interact with one another. This provides users a centralized control over all the communication devices through a signal platform. Furthermore, the computer telephony integration software is a low cost software which helps small companies to run their businesses effectively. Considering all the above factors, demand for computer telephony integration software is expected to grow during the forecast period (2019-27).

An increasing number of call centers across the globe is expected to aid growth of the global computer telephony integration software market during the forecasted period 2019-27.

Computer telephony integration software finds major application in call centers as large number of calls are forwarded there, and this software helps in managing and enhancing the productivity of call centers. Furthermore, installation of computer telephony integration software in call centers helps in reducing the time and effort of agents, as they can place the call on hold, warm transfer the call, and place the call in queue over the same platform. Moreover this software is also installed in large organization to facilitate video and conference calling, and it also supports transfer of files within the organization which establishes an easy communication system for members of a company. Owing to such advantages of CTI software, it is installed across call centers and several large organizations.

Furthermore, the growing number of call centers across the global is also expected to aid demand for computer telephony integration software during the forecast period. For instance, according to Coherent Market Insights' analysis, the global call center market is growing at a CAGR of 6.8%, which is expected to facilitate growth of the market for global computer telephony integration software significantly.

Regional Analysis of Global Computer Telephony Integration Software Market

On the basis of region, the global computer telephony integration software market is segmented into North America, Europe, Latin America, Asia Pacific, Middle East, and Africa.

North America region is estimated to hold a dominant position in the global computer telephony integration software market in 2019, and is projected to retain its dominance throughout the forecast period. This is owing to a large number of call centers in North America region, specifically the U.S. For instance, according to Coherent Market Insights, there are more than 7000 call centers across the U.S. which employ around 3.3 million to 3.4 million workers. As a result, North America is expected to hold the dominant position in the global computer telephony integration software market followed by Europe and Asia Pacific respectively.

Computer telephony integration software Market Taxonomy

On the basis of type, the global computer telephony integration software market is segmented into:

  • Common Desktop
  • Common Server

On the basis of connection type, the global computer telephony integration software market is segmented into:

  • First-party Call Control
  • Third-party Call Control

On the basis of application, the global computer telephony integration software market is segmented into:

  • Pop-up Screen/Screen Popping
  • Speed Dialing
  • Call Routing
  • Call Transfers
  • IVR (Interactive Voice Response)
  • Voice Recording Integration
  • Others

On the basis of charging type, the global computer telephony integration software market is segmented into:

  • On-premise
  • Cloud

On the basis of deployment, the global computer telephony integration software market is segmented into:

  • 3 –< 11 kW 
  • 11 – 50 kW
  • >50 kW

On the basis of end-use, the global computer telephony integration software market is segmented into:

  • Small and Medium Enterprises
  • Large Enterprises

On the basis of region, the global computer telephony integration software market is segmented into:

  • North America
  • Europe
  • Asia Pacific
  • Latin America
  • Middle East
  • Africa

Major players operating in the global computer telephony integration software market include Aircall, Chetu Inc., Genesys, NICE inContact, RingCentral, Inc., Salesforce.com, Inc., Talkdesk, Inc, Tenfold, TWILIO INC. and Zendesk, Inc.

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